We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 3981 results
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Decision Reference DRN-5892710
18 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5892710 The complaint Mr B is unhappy that HSBC UK Bank Plc (HSBC) hasn’t refunded payments he made after falling victim to a cryptocurrency-based, task scam. What happened In March 2025, Mr B was contacted online by what he thought was a recruitment agency. They offered him a job ... (4 pages)View decision -
Decision Reference DRN-4678144
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4678144 Complaint Mrs I is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In mid-2023, Mrs I had been looking for work and shared her CV on a recruitment website. She was then messaged by somebody who claimed to represent... (3 pages)View decision -
Decision Reference DRN-3401424
29 Mar 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3401424 The complaint Mr J complains that Bank of Scotland PLC, trading as Halifax, loaded a negative fraud marker against his name on the National Fraud Database. He’d like the marker removed and compensation for the impact on him. What happened Mr J had a personal account with Halifa... (5 pages)View decision -
Decision Reference DRN-5368920
27 Apr 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5368920 The complaint The estate of Mrs O (“the estate”) complains a fund (“the new fund”) HSBC UK Bank Plc (“HSBC”) advised Mrs O to invest her stocks and shares ISA in was inappropriate. The estate says it seeks redress for losses caused by abysmal fund performance. What happened ... (5 pages)View decision -
Decision Reference DRN1935473
6 Nov 2017 ICF Group Limited UpheldInvestment and pensionsComplaintMr F’s complaint is about the transfer of his pension plans into a SIPP, which was set up by ICF Group Limited in 2010. This was to invest in a Harlequin property. Mr F says ICF did not assess the suitability of the Harlequin funds for him.BackgroundI issue... (10 pages)View decision -
Decision Reference DRN-5038428
8 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5038428 The complaint Ms S complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint i... (5 pages)View decision -
Decision Reference DRN-5501053
14 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5501053 The complaint Mr Q complains that Creation Consumer Finance Ltd (Creation) didn’t sufficiently check whether he could sustain the repayments before they agreed to his opening a credit account. In bringing his complaint Mr Q is represented by a third party. For ease of readin... (2 pages)View decision -
Decision Reference DRN2268611
24 May 2013 The Prudential Assurance Company Limited UpheldInvestment and pensionsMrs C complained that advice she received from The Prudential Assurance Company Ltd in 1996 to effect an endowment savings policy to which she paid a monthly premium of £40.00 over a term of 14 years was unsuitable for her. She is represented in her complaint by a third party adviser.... (5 pages)View decision -
Decision Reference DRN1147973
16 May 2018 Lloyds Bank PLC Not upheldBanking and creditMr W complains about the maladministration of his bank account held with Lloyds Bank Plc, and the way in which the investigation into this was handled. backgroundMr W contacted Lloyds by phone in October 2017 to query why he had received two debit cards within a ver... (3 pages)View decision -
Decision Reference DRN-5717559
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5717559 The complaint Mr O complains that Monzo Bank Ltd didn’t do enough to prevent him losing money to a scam. Mr O has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr O himself where I also mean the representative. What happe... (3 pages)View decision
